CRM and MEAL Intern - Expected Vacancy

Introduction about the Team:

The CRM and MEAL Intern will be part of the Program Quality Unit in Concern Worldwide, which includes staff in the positions of MEAL Officer, MEAL Assistants, CRM Assistants, Program Quality and Accountability Officer and Information Management Officer. The team works together to ensure the monitoring and evaluation of ongoing activities, accountability to affected populations and produces and disseminates learning from Concern’s projects.

Overall Internship Goal & Related Objectives:

Overall Goal:

The overall goal of the CRM and MEAL Intern position is to support the Program Quality Unit in the implementation of effective Complaints Response Mechanism (CRM) and Monitoring, Evaluation, Accountability, and Learning (MEAL) initiatives. This position will actively contribute to CRM practices for both staff and beneficiaries, ensuring widespread understanding of Concern's programs and community entitlements.

Related Objectives:

• Assist in CRM awareness sessions and training for staff and beneficiaries.
• Provide information on Concern's programs and community entitlements.
• Identify ways for participants to submit complaints and adapt CRM channels for accessibility
• Operate the CRM hotline, record calls, and maintain accurate data.
• Ensure the functionality and proper classification of complaints.
• Enter complaints into the database and generate monthly reports.
• Uphold confidentiality and respond to complaints within 14 days.
• Mainstream gender equality in CRM activities.
• Conduct field visits to support CRM implementation.
• Undertake regular visits to the field locations to support implementing M&E activities.Support in raising awareness of Protection from Sexual Exploitation and Abuse (PSEA).
• Adhere to Concern's policies and procedures.
• Contribute to security management and emergency responses.

Deliverables:

• Managed the CRM hotline, recorded calls, and maintained accurate data, ensuring a streamlined process for addressing and resolving complaints.
• Ensured proper functionality and classification of complaints, entering them into the database and generating accurate monthly reports.
• Successfully conducted CRM awareness sessions and training for staff and beneficiaries, contributing to enhanced understanding and engagement.
• Upheld confidentiality and consistently responded to complaints within the specified 14-day timeframe, fostering trust and accountability.
• Contributed to raising awareness of Protection from Sexual Exploitation and Abuse (PSEA), aligning with organizational values and priorities.
• Successfully supported and undertook regular visits to field locations to facilitate the implementation of MEAL activities

Qualifications and Skills:

Essential:

• Education: Diploma in Social Sciences, Development studies, economics/ business, statistics, mathematics, computer science, and information management or other relevant discipline
• Language:
  • Good Arabic communication skills
  • Good English communication skills
• Computer Skills:
  • Proficiency in MS Office.
• Skills:
  • Skills in community engagement.
  • Ability to transfer knowledge through training.
  • Excellent communication, active listening, and innovation.
  • Self-discipline, integrity, and respect for diversity.
  • Ethical and culturally sensitive.

Desirable:

• Advanced certificates in CRM, Safeguarding, or PSEA are assets
• CRM or Safeguarding experience are assets